EXL Jobs

Senior Manager

EXL

Senior Manager

Posted 8 Hours Ago

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Remote or Hybrid

Hiring Remotely in India

Senior level

Remote or Hybrid

Hiring Remotely in India

Senior level

Lead end-to-end Genesys Cloud CX implementations delivering omnichannel contact center solutions. Design IVR/ACD/Architect flows, routing, QM, WFM, agent scripting, telephony (SIP/SBC), bot integrations (Dialogflow), CRM and API integrations, and data pipelines to Snowflake for reporting and analytics. Oversee client design, build teams, and delivery.

The summary above was generated by AI

Looking for a Senior Genesys Cloud Implementation Developers to design, implement, and optimize contact center solutions on Genesys Cloud CX. This role combines strong Genesys Cloud implementation expertise with customer-facing consulting and solution delivery responsibilities. The role works closely with Architects, BAs, and business stakeholders to ensure delivery of voice, digital channels, workforce engagement, and data pipelines aligned with business objectives, compliance, and reporting need

Responsibilities

Lead end-to-end implementation of Genesys Cloud CX solutions to deliver seamless omnichannel customer experiences across voice and digital channels.

Design and build IVR, ACD, and Architect flows, routing strategies, queues, and outbound campaigns aligned with business requirements. Lead design discussions with clients and oversee the build team to ensure on-time delivery.

Design and configure Quality Management (QM) capabilities, including call recording, screen recording, evaluation forms, calibration workflows, and compliance-driven recording policies.

Implement Workforce Management (WFM) solutions, including forecasting, scheduling, intraday management, adherence monitoring, and integration with agent schedules and queues.

Configure agent scripting and guided workflows within Genesys Cloud to support consistent customer handling, compliance, and agent productivity.

Hands-on experience with bot integrations such as Google Dialogflow, including intent handling, understanding of NLU concepts, sentiment analysis, and bot-to-agent handoff.

Configure, manage, and troubleshoot telephony components such as SIP trunks, inbound and outbound routing, sites, dial plans, number configurations, and SBC connectivity.

Integrate Genesys Cloud with CRM systems (such as Salesforce, Dynamics, or custom CRMs), ticketing tools, and third-party platforms using native connectors, REST APIs, and event-driven integrations.

Design and implement data flows from Genesys Cloud into data warehouses such as Snowflake for advanced reporting, analytics, and downstream consumption.

Qualifications

Bachelor's/Master's in Engineering 5-8 years

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